yín háng gōng zuò rén yuán shuō xū yào běn rén bàn lǐ bù shì bù yuàn yì bāng máng ér shì zhàng hù ān quán yāo qiú

银行工作人员说“需要本人办理”，不是不愿意帮忙，而是账户安全要求。

When bank staff say 'needs to be handled in person,' it's not that they don't want to help, but it's an account security requirement.